All our decisions are published here as part of our commitment to being open and transparent. The decisions are anonymised so residents’ names are not used, but landlords are named. The decisions date from December 2020 and are published three months after the final decision date. In some cases we may decide not to publish a decision if it is not in the resident’s or landlord’s interest or the resident’s anonymity may be compromised. You can read more in our guidance on decisions.
The complaint concerns how the landlord handled: A water leak into the property reported by the resident in April 2019. A water leak into the property reported by the resident in August 2020. The formal complaint into these matters.
The complaint is about the landlord erroneously sending letters of tenancy breach and demand for payment in respect of water charges, and its handling of enquiries about these letters and the subsequent complaint.
The complaint is about the way the landlord considered the complainant’s application for housing and its handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of a rodent infestation.
The complaint is about the landlord’s response to the resident’s reports request for reimbursement of costs for repairs to the rear door at the property. The landlord’s complaints handling has also been investigated.
REPORT COMPLAINT 202015791 Citizen Housing 5 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]
The complaint is about: The local authority’s decision to allocate the property to the resident and the conduct of the Allocations Officer. The landlord’s response to the resident’s concerns regarding the safety of the electrical, water, drainage, and heating systems. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from his neighbour. The landlord’s response to the resident’s concern that he had not been advised of the ASB of his neighbour before his tenancy began. The landlord’s handling of required repairs following a leak into the resident’s property. The landlord’s handling of the associated complaints.
The complaint is about: The landlord’s handling of the resident’s communal electricity charges and refund. The landlord’s handling of the resident’s associated complaint.
The complaint refers to: The landlord’s handling of the resident’s concerns about the location of the bin storage area, the standard of cleaning in the communal areas at his property and consequent request for a refund of his service charge. The landlord’s handling of the associated complaint.